When agent logout or close livechat window, API returning status active for at least a minute after that. It seems like agent is online, but when customer want to chat the offline message window appeared.
We need this to be more "realtime", so when agent logout the status is immediately changed to offline.6 votes
Check the auto end chat when inactive feature, at the attached printscreen there is a chat where in less than a minute the chat is ended automatically, but this option is set to 3 minutes.
It seems like bug, because I suppose that when it's set to 3 minutes, it will wait and 3 mins after last message the chat will be ended.6 votes
On the chat history on the control panel, hide the names of the other agents on the drop down menu and just show the name of the agent that is signed in ( if that agent is not an admin )7 votes
hide the chat history from the other agents and see just the chat history from the agent that is signed in. I know there’s a permission for this that limits the agents to see their own chats but they want to hide the names of the other agents as well and just show the agent’s chats.7 votes
Could you check if timezone setting is used properly in whole system?
As you could see in attached printscreens, in livechat window it shows 23:21 time. but the printscreen is taken at 12:21 (GMT+1) and in chat history time of the chat is correctly showed as 12:21. It could be really confusing for customers to see different time, than they have.3 votes
On the My Account > Dashboard section on the Control Panel hide those details there for non admin accounts ( Number of agents, billing total)4 votes
Currently the only filter for the Post Chat Survey report is Campaigns.
Is it possible to get this By Agent as well?
Similar to the Player Rating (which is also part of the post chat survey, but has its own report) we could then measure NPS, CES and FCR per agent.12 votes
As you know some websites changing their domain always. And always personals must change site domain name from greeting message. You can add admin panel %greetdomain% and personal when add %greetdomain% their greeting message it will show from shortcode.
For ex: Photo24 votes
Users would like to add the ability to expand right pane even further in order to accommodate more real estate space for their own integrations or tool. Quikr serves as our CRM, Verification Tool, Troubleshooting Tool, Ticket Creation Tool, and Customer Wrap-up Tool. Operating under the narrow width limits, hinders our abilities to efficiently utilize Quikr.4 votes
Current setup assigns an ID for each type of record (i.e.: ChatID, ConversionID, Offline Message ID, etc.). These IDs are not unique and can be confused with one another when comparing reports.
Request: Make it so each record has its own unique ID number to allow for ease of search (a separate request for the ability to search by ID has already been submitted by another user).6 votes
Currently we can't report on note usage or even look for chats that contain notes, unless you know the keywords used in the note.
We have come across cases where compliance was breached by using notes and we have no way to report on this so far12 votes
I would like to be able to set a global agent greeting for all my agents instead of having them customize their greeting message4 votes
I would like to be able to change the settings for when the auto end chat warning message is sent.4 votes
Have you considered adding the ability to have video/voice chat with real-time transcription and translation to help support staff?
Have you considered adding the ability to have video/voice chat with real-time transcription and translation to help support staff?1 vote
NPS should also be available per agent and department levels.1 vote
ability to record audio and video calls for tracking and audit purposes.1 vote
Looking to have the ability to set some customizations within the "Right Now" snapshot report under the Dashboard tab.
We want to filter out by department at least, but we would also benefit by being able to see data on a Campaign level as well. Being able to toggle between these would be ideal for on-the-fly reporting.6 votes
Looking to allow for multiple shortcuts per canned response. Many other chat and social media platforms allow for this as it allows users to search more easily and not have to rely solely on text searches.
Also, allowing for hyphens within the shortcut field will allow for diversity with multiple words.
Ex: A canned response like this can have multiple hashtags for reference.
#response #canned-response, #reference, #multiple-hashtags, #hashtag6 votes
Looking to allow for a deeper allowance of permissions beyond the current level. We are hoping to allow for some Settings permissions to be granted to some users while still preventing them from using others.
Ex: Settings >> Auto Allocation and Settings >> Ban List should be allowed for some of our users (like supervisors) without allowing access to Settings >> Departments or Settings >> Visitor Segmentation6 votes
Looking to add the ability to turn an agent back to Online from the Away status. Current functionality allows the following:
Online >> Away
Online >> Offline
Hoping to add the following as well:
Away >> Online
This will help with agents avoiding chats or for those that are unaware/have forgotten to return to Online from a break.6 votes
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